As an Engineer – Support, you will provide ongoing managed service support to end user customers. You will be responsible for application and network infrastructure support. You will handle support cases, including troubleshooting of ethernet networking problems in accordance with Service Level Agreements (SLA).
Responsibilities:
Provide Level 2 support for network and IT-related incidents and service requests. Develop customer-facing and internal documentation on best practices, troubleshooting flowcharts, training materials and FAQs to ensure consistent customer experience. Utilize monitoring tools to identify and address performance issues proactively for the issues related to network/IT/AV support. Prepare and share customer reports (daily/weekly/monthly) covering incident summaries, SLA adherence, uptime, performance metrics, and ongoing improvements. Communicates with engineering, applications engineering, technic...